Customer Service Contact Center Professional (Remote)

At Freddie Mac, you will do important work to build a better housing finance system and you’ll be part of a team helping to make homeownership and rental housing more accessible and affordable across the nation.

Position Overview:

The primary responsibility for the Customer Support Contact Center Professional role is to provide excellent customer service to support Freddie Mac Gateway, mortgage products and technology offerings. The individual must have a customer centric approach to resolve customer inquiries while using call center technology. The representative will provide customer insights management and collaborate with cross functional teams to improve the overall customer experience.

Our Impact:

The Customer Support Contact Center (CSCC) is the front-line support that provides business, policy and technical support to Freddie Mac customers using Freddie Mac Gateway web-based applications. The CSCC handles a broad range of topics across four main subject areas: Loan Origination, Underwriting, Loan Delivery, and Loan Servicing. The CSCC serves as the account manager for over 1,700 customers ranging from Sellers, Servicers, and Third-Party Originators.

Your Impact:

• Contact Center Professional will handle a wide array of topics, including but not limited to pricing, contracting, and loan delivery needs of our customers.
• Additionally, the role will involve assisting customers with gaining access to Freddie Mac Tools and resources.
• Provides resolution to an extensive range of complicated problems.
• Solutions are innovative thorough and practical.
• Works under limited direction independently determines and develops approach to solutions.
• Work is evaluated upon completion for adequacy in satisfying objectives.
• Represents the organization as the principal customer contact on contracts and often performs project leadership role.
• Interacts with senior customer personnel on significant technical matters frequently requiring coordination across organizational lines.
• Work is evaluated upon completion for adequacy and satisfying objectives.
• Represents the organization as the principal customer contact on contracts and often performs project leadership role.
  
  

Qualifications:

• Minimum of 2-4 years related experience
• Proficient in communicating clearly, effectively, persuasively with external customers and business stakeholders.
• Contact Center Professional will handle a wide array of topics, including but not limited to pricing, contracting, and loan delivery needs of our customers.
• Additionally, the role will involve assisting customers with gaining access to Freddie Mac Tools and resources.
• Provides resolution to an extensive range of complicated problems.
• Solutions are innovative thorough and practical.
• Works under limited direction independently determines and develops approach to solutions.
• Work is evaluated upon completion for adequacy in satisfying objectives.
• Represents the organization as the principal customer contact on contracts and often performs project leadership role.
• Interacts with senior customer personnel on significant technical matters frequently requiring coordination across organizational lines.
• Work is evaluated upon completion for adequacy and satisfying objectives.
• Represents the organization as the principal customer contact on contracts and often performs project leadership role.
  
  

Keys to Success in this Role:

• Self-starter and self-motivated.
• Ability to work and collaborate effectively in a team environment
• Sense of urgency and able to apply risk-based approach to prioritize work
• Capability to function well in a fast-paced dynamic environment with competing priorities
• Motivated to learn new technologies and identify process improvements and efficiencies.
• Ability to adapt to change while continuing to deliver on assigned objectives
• Strong verbal and written communication skills.
  
  

Current Freddie Mac employees please apply through the internal career site.

Today, Freddie Mac makes home possible for one in four home borrowers and is one of the largest sources of financing for multifamily housing. Join our smart, creative and dedicated team and you’ll do important work for the housing finance system and make a difference in the lives of others.

We are an equal opportunity employer and value diversity and inclusion at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status or any other characteristic protected by applicable law. We will ensure that individuals with differing abilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

CA Applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

Notice to External Search Firms: Freddie Mac partners with BountyJobs for contingency search business through outside firms. Resumes received outside the BountyJobs system will be considered unsolicited and Freddie Mac will not be obligated to pay a placement fee. If interested in learning more, please visit www.BountyJobs.com and register with our referral code: MAC.

Time-type:Full time

FLSA Status:Non-Exempt

Freddie Mac offers a comprehensive total rewards package to include competitive compensation and market-leading benefit programs. Information on these benefit programs is available on our Careers site.

This position has an annualized market-based salary range of $62,000 - $94,000 and is eligible to participate in the annual incentive program. The final salary offered will generally fall within this range and is dependent on various factors including but not limited to the responsibilities of the position, experience, skill set, internal pay equity and other relevant qualifications of the applicant.